17th March, 2011
To: June Lau
From: Andrew Li
Subject: How to Deal with Complaints
Dear June,
So bad luck. I've just received a complaint letter from a visitor of the exhibition Sound Systems 2011 relating to the online registration, overcrowding and shortage of leaflets which is so annoying and troublesome. I've no idea how to respond. Ring me during lunch time as I prefer face-to-face talk. I do need your help.
See you in the canteen and tell me what to do.
Regards,
Andrew
17th March, 2011
To: Ms Anne Kong
From: Andrew Li
Subject: Complaint Letter Solutions
Dear Ms Kong,
I received a complaint letter this morning from a visitor who attended the Sound System 2011 relating to the online registration, overcrowding and shortage of leaflets. I have made the solutions to reply the visitor.
1. Online registration
The visitor complained that our online registration was not workable. I have checked the system with staff from technical department and no problem was found regarding to online registration. Our technical staff suggested that the problem experienced by the visitor may be caused by an outdated browser. In fact we have put a notice on the main page advising visitors to use Internet Explorer 6 or later version for registration.
2. Overcrowding
He complained that the venue was overcrowded. I talked to the reception staff and it is believed that the venue was suitable and it was just crowed at peak time. We have limited the number of entering visitors so the condition was not as bad as mentioned in the letter.
3. Shortage of leaflet
He complained that leaflets were not enough. It is due to environmental issue and cost consideration. There are always online versions which are free to download. I will attach a copy of the leaflet to the complainant to satisfy him.
Besides that, can I offer him two tickets to our coming exhibition on April to maintain a good relationship?
Regards,
Andrew
Exhibition International
33 Kadoorie Avenue
Kowloon
17th March, 2011
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr. Leung,
Re: Customer feedback of 10 March
Thank you for taking time to contact our company to explain the issues that have occurred recently. We regret any inconvenience you have experienced and we assure that we are anxious to retain you as a satisfied visitor.
Concerning the registration problem you encountered, it is most likely that your browser is not an updated version as our technical team has investigated the registration system.It is highly recommended to upgrade your browser by using the link we provided on the main page. If we still have any difficulty to use our online after upgrading, please contact our hotline at 12345678.
Regarding to your opinions towards the venue where was overcrowded, we had already strictly limited the number of visitors entering the venue during peak hours to meet the capacity of the venue, so there would not be any safety concerns. We understand that some vistors may had felt uncomfortable during peak hours. In order to maintain a good environment during the exhibition, we will seriously consider arranging a larger venue in the future. You may also visit the exhibition during off-peak hours.
We apologize for not sufficient handouts during your visit and that is due to environemental issues. We have attached the electronic version of the product leaflet you want in this e-mail for reference. We sincerely remind you that all relevent can be download from our website and all of them are totally free. You may also consider to download relevant materials from our main page in the future.
In addition, we are glad to offer you two tickets for further exhibtion with our compliments.
Thank you again for bringing this matter to our attention and our company is actively working to improve service levels and all feedbacks from customers are important to us.
17th March, 2011
To: June Lau
From: Andrew Li
Subject: How to Deal with Complaints
Dear June,
So bad luck. I've just received a complaint letter from a visitor of the exhibition Sound Systems 2011 relating to the online registration, overcrowding and shortage of leaflets which is so annoying and troublesome. I've no idea how to respond. Ring me during lunch time as I prefer face-to-face talk. I do need your help.
See you in the canteen and tell me what to do.
Regards,
Andrew
17th March, 2011
To: Ms Anne Kong
From: Andrew Li
Subject: Complaint Letter Solutions
Dear Ms Kong,
I received a complaint letter this morning from a visitor who attended the Sound System 2011 relating to the online registration, overcrowding and shortage of leaflets. I have made the solutions to reply the visitor.
1. Online registration
The visitor complained that our online registration was not workable. I have checked the system with staff from technical department and no problem was found regarding to online registration. Our technical staff suggested that the problem experienced by the visitor may be caused by an outdated browser. In fact we have put a notice on the main page advising visitors to use Internet Explorer 6 or later version for registration.
2. Overcrowding
He complained that the venue was overcrowded. I talked to the reception staff and it is believed that the venue was suitable and it was just crowed at peak time. We have limited the number of entering visitors so the condition was not as bad as mentioned in the letter.
3. Shortage of leaflet
He complained that leaflets were not enough. It is due to environmental issue and cost consideration. There are always online versions which are free to download. I will attach a copy of the leaflet to the complainant to satisfy him.
Besides that, can I offer him two tickets to our coming exhibition on April to maintain a good relationship?
Regards,
Andrew
Exhibition International
33 Kadoorie Avenue
Kowloon
17th March, 2011
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr. Leung,
Re: Customer feedback of 10 March
Thank you for taking time to contact our company to explain the issues that have occurred recently. We regret any inconvenience you have experienced and we assure that we are anxious to retain you as a satisfied visitor.
Concerning the registration problem you encountered, it is most likely that your browser is not an updated version as our technical team has investigated the registration system.It is highly recommended to upgrade your browser by using the link we provided on the main page. If we still have any difficulty to use our online after upgrading, please contact our hotline at 12345678.
Regarding to your opinions towards the venue where was overcrowded, we had already strictly limited the number of visitors entering the venue during peak hours to meet the capacity of the venue, so there would not be any safety concerns. We understand that some vistors may had felt uncomfortable during peak hours. In order to maintain a good environment during the exhibition, we will seriously consider arranging a larger venue in the future. You may also visit the exhibition during off-peak hours.
We apologize for not sufficient handouts during your visit and that is due to environemental issues. We have attached the electronic version of the product leaflet you want in this e-mail for reference. We sincerely remind you that all relevent can be download from our website and all of them are totally free. You may also consider to download relevant materials from our main page in the future.
In addition, we are glad to offer you two tickets for further exhibtion with our compliments.
Thank you again for bringing this matter to our attention and our company is actively working to improve service levels and all feedbacks from customers are important to us.
Regards,
Andrew Li
Administrative Officier